[Global Network Technology reporter Wang Nan] A few days ago, Apple Inc. found itself caught in the "downsampling scandal," which sparked widespread consumer dissatisfaction worldwide due to system updates that intentionally slowed down older iPhone models.
At present, Apple is facing 17 lawsuits in the U.S., while major markets like Israel and South Korea have also seen group litigation against the company for restricting performance on older iPhones. In particular, several law firms in South Korea have launched a class-action lawsuit, and the government has investigated the issue, demanding Apple Korea provide explanations. Over 180,000 consumers in South Korea expressed dissatisfaction with Apple’s compensation plan and are pushing for free battery replacements through a class-action lawsuit. However, no such case has been filed in China so far.
Yesterday, after reviewing consumer feedback, the Shanghai Consumer Protection Committee issued separate inquiries to Apple China and its global headquarters, requesting responses to four key issues by this Friday.
The four main questions raised include:
1. Why did older iPhones experience slower performance and reduced power after the iOS 10.2.1 update? What specific measures did Apple take in the system update that caused this decline? What are the potential consequences of iOS's flexible management of certain system components?
2. What remedial actions will Apple take if it alters phone performance without informing or obtaining consent from users through system upgrades?
3. How does Apple ensure that users can choose whether to update their devices when updates may negatively impact performance? Are performance-reducing updates bundled with other updates, limiting user choice?
4. What information about major concerns for consumers is disclosed during phone sales and system updates?
In December 2017, Apple admitted to slowing down older devices to extend battery life, claiming it was done to protect electronic components and prevent unexpected shutdowns. Despite promising free battery replacements and reducing replacement costs for out-of-warranty devices, many users remained dissatisfied.
Rory van Loo, a professor of consumer technology law at Boston University, criticized Apple’s short-sighted approach, calling it inconsistent with the brand’s values. “Some of Apple’s decisions were bad business moves,†he said, emphasizing the need for more transparency regarding software updates and battery conditions.
Recently, Republican Senator John Thune, the highest-ranking member of the U.S. Senate, wrote to Apple questioning how they decided on the $29 battery replacement fee and whether they considered offering free replacements. His main concern was Apple’s lack of transparency with consumers. “Even if Apple’s actions were meant to prevent unexpected shutdowns, many consumers felt the approach lacked clarity,†he wrote.
According to reports, the Shanghai Consumer Protection Committee received 964 complaints in 2015, 4,021 in 2016, and 2,615 in 2017 regarding Apple products and services, covering issues like battery quality, sudden shutdowns, account theft, and poor after-sales service.
Facing public pressure, consumer scrutiny, brand damage, and potential legal consequences, Apple’s downsampling controversy has served as a wake-up call. Companies that fail to respect consumer interests will eventually be rejected. How will this “overbearing†image of Apple end in the eyes of consumers around the world?
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